2nd Line Engineer – MSP

A managed service provider, providing businesses with a range of ongoing tailored solutions to increase efficiency, decrease outgoings, minimise system downtime and boost performance is seeking a 2nd Line Engineer - MSP engineer to join their team.

This is an exciting opportunity to be part of a successful and leading MSP. The role is hybrid with 4 days in the office and 1 day WFH. You will work 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm).

As the 2nd Line Engineer – MSP you will:

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Inci...